Jaro Finance

[Formerly known as Nambiar Finance and Leasing Pvt Ltd]

Grievance Redressal Policy

Customer is the most important stakeholder for our sustained business growth, and as an organization we strive to ensure that our customers receive exemplary service at all interaction levels with the company. Observing customer satisfaction and safeguarding their interests as the utmost priority of Jaro Finance, Our Grievance Redressal Policy deals with customer complaints through a structured grievance redressal framework, supported by a review mechanism, to prevent or minimize the recurrence of similar issues in the future.

The Grievance Redressal policy follows the following principles:

1. Customers are treated fairly at all times.

2. Complaints raised by customers are dealt with politeness, efficiency and in a timely manner.

3. Customers are informed of avenues to escalate their complaints/grievances within the organization, and about their rights if they are not satisfied with the resolution of their complaints.

4. The employees shall act in good faith and without prejudice, towards the interests of the customers, within the laid down policies and guidelines of the company.

A. Grievance Redressal Mechanism :

For us, ‘Customer Delight’ is always a priority and we are committed to provide our customers with ‘best-in-class’ experience. All efforts are taken to provide best services to the customers. However, if customers have any grievances, they may write to the company (either by means of a letter or even an e-mail) or even verbally. Acknowledgment for every written complaint will be sent within 1 day of its receipt.

An aggrieved customer can approach us at any of our service touch points to register a complaint and can expect a response within the time period, as defined below, from the time and date of the receipt of complaint at our office.

Complaints of routine nature will be resolved and the decision will be communicated to the complainant within a period not exceeding 10 days. If, for any reason the complaint raised is not resolved within 10 days, an interim reply shall be sent to the complainant within 10 days and after every 10 days thereafter until the complaint is resolved. Such interim replies shall be to appraise the status of the complaint to the customer and the time period within which it would be resolved.

Complaints of serious nature (such as fraud, bribery, unethical behaviour of staff, etc.) will be dealt on TOP PRIORITY basis for resolution, and the decision will be communicated to the complainant within a period not exceeding 7 days. If, for any reason the complaint raised cannot be resolved within 7 days. An interim reply shall be sent to the complainant within 7 days and every 7 days thereafter until the complaint is resolved.

In any case, no complaint shall remain pending beyond 30 days from the date of receipt of the Complaint at our office

Service Touch points are as indicated below :

1. Phone – Customer can connect with us through a landline number , i.e. 022-67842816 between 10:00 hours to 18:30 hours from Monday to Saturday (Excluding Sundays and declared holidays of the Company)

2. E-mail – Customers can also connect with us throughe-mail. Write to us at complaints@jarofinance.com for registering their complaints.

3. Written Communication/ Letters – Customers can also visit our office/branches and put up a complaint to our representative at any of our offices/ branches against acknowledgement or they may write to us at the address below:-

Jaro Finance

[Formerly known as Nambiar Finance and Leasing Pvt Ltd]

11th Floor, Vikas Centre, Dr. C. G. Road, Near Basant Theatre

Chembur East – Mumbai : 400074

B. Complaint Registers at the Head Office/ Branch Offices

Complaint Registers are available at the Head Office and at all branch offices of the company. Customers may register/ record their complaint or concern in this register and get an acknowledgement of receipt of the same. Any complaint registered in the Complaint Register shall be promptly forwarded to the Customer Service team for action/resolution within defined timelines.

C. Escalation Matrix

In case the customer does not receives a response within 10 days of filing/registering a complaint or if is dissatisfied with the response/resolution received from the Company, the customer may escalate the complaint to the next level as indicated below :

First Level Escalation:

The customer can write to the Chief Operating Officer (COO), who is the Nodal Officer of the company. The Nodal Officer can be contacted at the above mentioned address of the company.

Second & Final Level Escalation:

If the customer does not receives a response/ resolution of the complaint even after escalating it to the First Level, as mentioned above, he/ she can write to the Chairman’s Secretariat at the above mentioned address of the company. Customers are required to mention the complaint reference number provided to them in their earlier interaction, along with their loan account number to help us understand and address their concerns efficiently.

OR

Customers can also contact the Nodal Officer’s team at +91 22 67842816 between 10.00 hours to 18.30 hours from Monday to Saturday An assurance is given to the customer that he/she will receive a response within 10 business days and due efforts will be taken to resolve the complaint before or within the stipulated time.